“GLI-20 – Standards for Kiosks” Release for Industry Comment
Touch screen, touch points.
Kiosks sport increased influence in the gaming world. From hotel check-ins to food ordering, cash dispensing and now sports betting, these unofficial goodwill ambassadors flaunt new stature. Perhaps no other device mingles with so many revenue areas. Kiosks also have an envied parallel use in other industries: at airports, at doctor’s offices, in supermarkets. Casino patrons already embrace this technology.
What an ascent. The sector once primarily dealt funds the way gas stations replenish a car’s tank. Then its role spread to check-cashing, wayfinding, messaging and jackpot pay. Kiosks became freestanding, wall-mounted, hand-held forms of customer service, used on walls, in corners, in lobbies, or near the gaming action.
A look around the industry reveals their new creative deployment. Some extend kiosk features to a phone. Others lessen the costly check-in and check-out logjam. Food courts increasingly use them to speed delivery methods.
Kiosks also become a flashpoint in the proliferation of sports betting.
Sometimes, fast and steady wins the race.
Kiosks reducing check-in times are invaluable, particularly to customers enduring a cross-country flight to gamble. A check-in of 30 minutes to an hour at the end of a 12-hour cross-country travel day creates a risky first impression to the gambler. A system bypassing that logjam produces a strong one.
More properties have reduced overhead and enhanced customer satisfaction by providing a kiosk.
Agilysys, the Alpharetta, Georgia-based global provider of next-generation hospitality software solutions and services, maintains an aggressive presence in the kiosk space. One of its latest introductions is rGuest Express Kiosk, designed to expedite guest service with self-service kiosk check-in, room key encoding, check-out and folios via email.
Company officials say rGuest Kiosk expedites guest service operations by enabling them to check in, encode a room key, check out and email a folio—all without having to wait in line at the front desk. The rGuest Express Kiosk is a self-service solution that integrates with both Agilysys Visual One PMS and Agilysys Lodging Management System.
- The rGuest Express Kiosk allows guests to obtain an email copy of their folios at any time during their stay, without checking out.
- Guests can also request that folio receipts be emailed or mailed to an address based on information captured in Visual One or LMS. Special messages, vouchers and printed instructions can be provided to guests based on management-defined criteria.
- By automating check-in and check-out, employees concentrate on providing the guest services that help create a lasting impression.
- Guests can also reprint room keys at any time during their stay.
Agilysys has been a leader in hospitality software for more than 40 years and continually enhances its product lineup.
In 2017, Agilysys unveiled enhancements to rGuestBuy, its groundbreaking self-service kiosk POS solution that extends point-of-sale reach, improves guest service and reduces staff demand, plus enhancements for Café workflows and a new Grab N Go guest experience.
Company officials cite industry reports indicating that 63 percent of resort guests prefer kiosks as their paying vehicle for buying food.
Olea Kiosks, based outside of Los Angeles, is a kiosk powerhouse. Its clients include Boomtown, Caesars, Chickasaw Nation, Hard Rock, Tropicana and Empire Casino/Yonkers Raceway, among others. The company has deployed hundreds of kiosks in the gaming sector for player loyalty, and works with all software partners including Scientific Games, Agilysys and IGT properties, according to Craig Keefner, its manager of kiosks.
From a sector viewpoint, Keefner cites a bullish Frost & Sullivan report on self-service kiosk projected revenue. It climbs dependably from 2014 results through 2022 in all major worldwide regions. This analysis reflects a trend the industry covets: a steadily improving niche, especially one that lowers labor costs.
Olea forecasts robust demand in the player-loyalty realm and growth potential in the hotel check-in, food/buffet ordering kiosks and sports betting areas.
“According to a May 2017 Oxford Economics Report, legalized sports betting is projected to generate $8.4 billion in new tax revenues, create more than 200,000 new jobs and add over $22 billion to the (U.S.) GDP,” he says. “The market has an inherent ‘burst cycle’ to it with the deadline on bets. You want to convert all those would-be bettors, and you have a limited time to do it. Mobile betting terminals that can be deployed at those times would help.”
What would that look like?
“Casinos will need to be well-prepared for the influx of new customers that will be flocking to their venues in hopes of placing their first legal sports bet,” he indicates. “As a result, many casinos are finding that sports betting kiosks provide the needed automated self-service solution to handle a higher volume of sports wagers without requiring the need for additional customer service staff.”
Keefner ties projected food-service demand to rising wages and focus on more healthful and costly menu items. “Whether deployed inside or at the drive-through, our units will speed orders and improve accuracy, all the while letting operators reassign staff to more critical roles,” he says.
All of this will keep the company busy. Olea designs and builds self-service terminals. Its 2019 fleet includes a line of cash/currency transactional “standard” units. Olea has been building for the OEM channel up to now, and has begun releasing those units as standard models.
“We make both player loyalty and the hotel check-in/self-order kiosks used in non-gaming mode,” Keefner says. “Generating player loyalty cards on the spot instantly is the main function. Our units can verify credentials such as a driver’s license and print ticket stock. Dual touch-screen displays are 22 inches, and accommodate wide-screen format for the software (16:9 aspect ratio as compared to older 5:4 aspect).
There is an attractor screen to entice users and identify the purpose for the machine as well as programmable LEDs to add the Vegas or sizzle visual experience. Our Monte Carlo is our flagship unit.”
The product visually stimulates with two large displays and brilliant LED lighting. Keefner says kioskmarketplace.com named it the most innovative gaming kiosk for 2017.
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Olea Wins Kioskmarketplace Awards
The Kioskmarketplace Innovation Awards to be presented at the ICX Summit, Jun. 5-7 in Dallas, Texas announced the winners and Olea Kiosks was judged the best of class in three different categories.
“We are blown away and grateful for the recognition,” said Frank Olea, CEO and third-generation leader of the Los Angeles-based self-service manufacturer. “We work very hard to engineer, manufacture and deliver the best kiosks in the world, and we couldn’t be more thrilled that Kiosk Marketplace and its expert readers have honored us in this way.”
The three categories included Telecom with JCDecaux cellphone-charging unit for airports, their Monte Carlo for Gaming loyalty, and the Verona in the healthcare segment.
“I’m so grateful for my team,” Olea said. “Everyone plays a role in this. Our sales people always have their ears to the ground, listening for trends and market needs. Our engineers are brilliant in overcoming any challenge we throw at them. Our designers know that it’s not enough for a kiosk to work great, it also has to look great. The staff in our factory who make each kiosk by hand are more committed to quality than any crew I’ve ever worked with.”
Olea Kiosks, a Los Angeles-based designer and manufacturer of kiosks for multiple industries, has released the Monte Carlo Gaming Kiosk, its latest self-service solution for the casino
Olea Kiosks has released the Monte Carlo Gaming Kiosk, its latest self-service solution for the casino industry.
The kiosk arrives at a critical time for the gaming industry. While the economy has improved and overall wagering is up, the spread of legalized gaming to new territories has meant more properties vying for the same bets. In addition, new generations of gamers have not followed their forbearers to the slots machines, leaving aging Baby Boomers to provide the lion’s share of revenue.
To combat those forces, casinos are trying everything from installing new interactive, skill-based games to investing more in entertainment. One of the more successful strategies has been to place significant attention on casino loyalty programs, where frequent players can log their visits, table time and wages and earn “comps” such as free plays, meals and perks at any casino-affiliated resort.
While loyalty programs have historically been managed by staff, kiosks provide an ideal complement to the team that administers the program. They allow operators to deploy staff to other service needs, they are easily approached and used by patrons, and as is the case with the Monte Carlo, they can serve other marketing functions as well.
Featuring two large LCD panels and brilliant, programmable LED attract lighting, the Monte Carlo is designed to help operators build their loyalty programs and make the overall casino experience more fun and efficient for players and resort guests.
Additional uses include:
- Helping players join the casino’s loyalty program, update their data and check on their next rewards
- Queue-busting at onsite quick-serve or fast casual dining
- Self-checkout at resort retail shops
- Check-in/check-out at the hotel
- Enabling guests to make reservations at the spa
- Purchasing tickets for events and shows
- Tournament sign-ups
The second 22” LCD monitor allows deployers to promote products and services, advertise special prices at food venues, encourage participation in drawings and more. Finish options and the customizable lighting schemes ensure the kiosks will stand out on bright, busy casino floors, and their compact footprint helps them fit into virtually any floor plan.
Olea’s engineers, with years of experience designing for the casino industry, made sure the Monte Carlo was more than rugged enough to withstand the 24/7 operation of casino floors, even in smoking environments.
“We are fully invested in helping casinos meet the modern challenges facing their business,” said Frank Olea, CEO of Olea Kiosks. “The ability of kiosks to provide great service conveniently, as well as the liberty they provide deployers to move staff to more sensitive roles, are especially critical in environments where competition is high and every customer matters. That describes gaming now perfectly.”
For additional background on kiosks and the role they can play at casino/resorts, read our white paper, “Increasing the Odds with Kiosks.”
To learn more about how the Monte Carlo Gaming Kiosk can help casinos build loyalty and increase ROI, call Traci Martin at 800-927-8063 or email [email protected].
Olea Kiosks in the news
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Casino operators are gambling that new kiosk functions will help them provide top-notch customer service to help them cater to existing customers and win new ones.
By Richard Slawsky, Contributor
Years ago, casino bosses were able to recognize their guests by sight, providing complementary rooms and other perks to high rollers to keep them playing.
Today, keeping track of customers’ playing habits and providing those comps by sight is impossible. In addition, most casinos depend far more on the retirees playing slots in the afternoons and on the weekends for their bread and butter than they do the whales dropping a few grand at the blackjack tables.
And with gaming revenue for US casino operators topping $183.8 billion in 2015, up 56 percent from $117.6 billion in 2010, keeping those core customers happy is of prime importance. Kiosk technology is helping to accomplish that task.
Beyond the slot club
These days, catering to a casino’s customers is as much a science as it is an art form.
|Kiosks in the Casino|
For the player
For the house
When casinos made the transition from mechanical games to digital ones in the 1980s and 1990s, it opened to door to technology that helped them spot their most profitable patrons. Loyalty programs, originally called “slot clubs”, began appearing in many of the larger casinos. Customers would sign up for player cards, and in return for loyalty to a particular casino they would receive reduced-rate or complementary rooms, access to special events, free meals and more. Players would insert their cards into a slot machine or other gaming device, with their level of rewards dependent on their overall playing time (or money wagered).
The loyalty cards provided a flood of analytics for casino operators, allowing them to track the playing habits of individual patrons and reward them accordingly, as well as letting them see which games were the most popular and kept patrons playing the longest.
And because kiosk technology had long been a feature of casinos in the form of ATMs, it was only a small step to adapt the technology to loyalty cards, allowing a player to swipe their card to see what rewards they had earned.
“Certainly, I think part of the idea is to improve customer service,” said David McCracken, CEO of York, Pa.-based kiosk software provider Livewire Digital.
“The technology has allowed casinos to reduce the number of people lined up at a customer service desk,” McCracken said. “It’s good for the customer but it’s also good for the casino, by getting those customers out of the lines and back to the tables.”
Today, it’s not uncommon the see players swipe their card at a loyalty kiosk, only to return to the gaming floor to play enough to reach the next level of rewards.
“There are many days when casino properties are getting busloads of people, and they can get pretty crowded,” McCracken said. “The self-service capabilities of kiosk technology have helped casinos reduce the manpower needed to provide a lot of the basic functions to take care of their guests, while improving customer service at the same time.”
Building on success
As the capabilities of kiosk technology have grown over the years, so have the services offered by those devices.
Livewire, for example, has worked with Foxwoods Resort Casino in Ledyard, Conn., for more than 10 years. Foxwoods is the largest casino in the world with more than 340,000 sq ft of gaming space serving more than 40,000 guests per day. The resort also features a hotel with 1,416 rooms and a two story arcade for children and teens.
Because Foxwoods’ existing kiosks were becoming dated and offered limited functionality, in 2007 management tapped Livewire to update their machines to a more modern design while adding new functionality for members of the casino’s popular Wampum Rewards Program. Instead of having patrons wait in line at a customer service desk to do things such as redeem points for promotional rewards, Foxwoods wanted to make those services available at the kiosk.
Livewire ultimately developed a software solution that integrated the Wampum Rewards Program with Foxwoods’ Casino Management System and Slot Data System. In addition to being able to swipe their loyalty cards to view point balances, patrons can enter sweepstakes, sign up for events and obtain personalized rewards in the form of coupons and bonus slot tickets.
Digital signage mounted on the kiosks above the touch screen interfaces display advertising and other casino information such as drawing winners and jackpot payouts. Livewire has more than 80 kiosks deployed around the Foxwoods property.
The features being incorporated into kiosks at the casino are being expanded on a regular basis. New functions include wayfinding, food and drink ordering and directing guests to their favorite gaming machines.
“I’m also seeing a little bit of interest in functions such as player registration, where people can register for slots tournaments and things like that,” said Frank Olea, CEO of Cerritas, Calif.-based Olea Kiosks Inc.
Olea Kiosks is a leading manufacturer of loyalty program kiosks for the gaming industry. The company also serves sectors including higher education, government, human resources, retail and hospitality.
“We’ve seen some new card printers come out that offer the ability for kiosks to hold multiple types of cards and have the ability to print a guest’s name on them,” Olea said. “That allows the casino to store different levels of player loyalty cards and then print on those, so the guest doesn’t have to go to customer service to get a new card.”
The appearance of the devices is changing as well.
“Look and feel is changing in the gaming world,” said Liz Messano, sales manager with Las Vegas-based SlabbKiosks. Along with casinos, SlabbKiosks’ customers include government organizations, universities, financial institutions and healthcare providers.
“Big and clunky is becoming a thing of the past, so casinos and such are looking to the kiosk industry to help them with this transition,” Messano said.
And because many casinos are attached to hotels, companies are incorporating kiosk functions geared to guests spending their vacations on the property.
“At MGM Resorts, kiosks help us to enhance our service to guests,” said Mary Hynes, director of corporate communications with Las Vegas-based MGM Resorts International. “At our ARIA and Monte Carlo resorts in Las Vegas, we plan later this year to begin offering check-in and check-out at kiosks as an option for our guests. We also offer Internet kiosks where guests may print their boarding passes.”
The ARIA Resort & Casino and the Monte Carlo are just two of the 14 properties MGM operates in Las Vegas. The company also operates resorts in Mississippi and Michigan, and holds interests in four other properties in Nevada, Illinois and Macau, China.
So with the gaming industry becoming increasingly competitive even as it grows and properties becoming ever more creative in their efforts to attract new patrons, the race is on to develop new self-service capabilities that can be incorporated into the kiosk. The capability of the technology is limited only by the imagination of the people developing those capabilities.
“It’s a mature technology but we get requests all the time for new functions,” Olea said. “It’s probably time that we start looking at making the kiosk do things beyond what they already do. You’ve got the machine and you’ve got a captive audience but it’s time to start expanding their use.”
Editor Note: Las Vegas and the casinos are a big market for the kiosk industry. Some other iterations or examples we would offer would be hybrid player & dealer interactive tablets where the two-sided table offers one view to the player and one to the dealer. This one was for casino in Macao and designed by CTS of Wisconsin. FourWinds Interactive for interactive application.
Some of the most demanding applications are ones like the M3T and others. For more information visit http://kiosk.com/market-solutions/gaming
Here is a gallery of Olea gaming kiosks. Click for full size. For more information visit http://www.olea.com/product/gaming-kiosk/
Finally if it is gaming, then we should mention Dave and Busters which is one of the longest running applications and has seen multiple iterations. See http://kioskindustry.org/interactive-kiosk-dave-busters/
Frank Mayer and Associates, Inc. has a new interactive kiosk program within the family entertainment gaming industry.
Dave & Buster’s is building on their ability to offer “ticket-less” rewards points directly to the gamer’s card by re-designing their loyalty kiosks. Frank Mayer and Associates, Inc. designed and produced both the Loyalty Reward Kiosk and POWER CARD® Kiosk for use in Dave & Buster’s locations nationwide.
The press release is linked below, titled “Dave & Buster’s powers up their family entertainment loyalty program with re-designed interactive kiosks”. Click on the image to get a better view. Cool kiosk design!
The Dave & Buster’s Loyalty Rewards Gaming Kiosks program page can be found: http://www.frankmayer.com/interactive-kiosk-solutions/dave-busters-loyalty-rewards-kiosks/. The press release can also be found: http://www.frankmayer.com/about-fma/frank-mayer-news/
The Dave & Buster’s multi-kiosk program is responsive to customers’ changing needs, along with Frank Mayer and Associates, Inc.’s ability to design successful interactive kiosk programs thoroughly and efficiently.
Frank Mayer and Associates, Inc. is an industry leader in the creative design and manufacturing of branded in-store merchandising displays, interactive kiosks and store fixtures for leading consumer product companies and retailers. Frank Mayer and Associates, Inc.’s headquarters are based in Grafton, Wisconsin with offices nationwide.
Interactive Kiosks for Card Games by Frank Mayer
Source: Frank Mayer
April 5, 2016 – Embed displays interactive solutions for family gaming fun.
Embed, part of the multinational entertainment group Helix Leisure, partners with Frank Mayer and Associates, Inc. to produce interactive game card kiosks for the gaming and family entertainment market.
Embed is a worldwide provider of solutions for the gaming, entertainment, amusement and leisure industries. Their interactive game card kiosk provides customers with a quick and easy way to purchase or recharge a game card used to activate amusement games. It also allows reward card personalization, balance check and loyalty information for every active card.
The self-service kiosk is the cornerstone of an efficient ticketless game and amusement business model which provides operators up-to-the-minute revenue information.